Pharmacy Service Improvement at CVS

Submitted by
Akshay H. Nair
Mohit P. Sharma
Nikhil Barthwal
Vishwas Gowrinathan
 Pharmacy Service Improvement at CVS
CVS opened its fast store in Lowell, Massachusetts in 1963.
By 2002 CVS was largest drug retail store in the United states with over 4,000
stores and revenue of $24.2 Billion.
CVS had 29.5 million pharmacy members at the start of 2000.
To improve customer service and pharmacy operations CVS launched PSI
(Pharmacy Service Initiative), supervised by CVS top-level executives, to make
necessary fixes in the process.
PSI team started gathering information by analyzing historical data and
interviewing current and former customer and other pharmacies customers.
Field work was done by PSI team members to understand the micro-level issue
with the pharmacy operations process.
Pharmacy fulfillment process was developed by PSI which included 5 steps
through which all prescriptions were passed.
 Customer drop-off their script at this stage.
Each script is divided into different slots depending on their pick up time
Drop-off Busiest time at this stage is usually before work , lunch time and after work hours.
All data on the script is added on to the pharmacy information systems which is connected to central
database of CVS.
Data
Some mandatory field which needed to be inputted on to the systems.
Entry
Drug utilization review (DUR) check all the script against prescription in the database to check
possibility of drug-drug interactions. If any potential problem found, the system come to a hard stop.
Insurance of the customer is checked.
Producti
Drug to fill the script were counted and verified by certified pharmacist.
on
At this step pharmacist review each script to make sure it contained exactly the same drugs in the
right quantities and also check if other details are correct.
Q.A

After QA, script is sealed in a bag and stored in the pick up are according to its number.
Bag is verified before handing over to customer by a tech.
Pick-up
 CVS pharmacy fulfillment problems noticed by PSI
Drop-off
Unmanned in-store drop-off
window
Nobody responds to drive thru.
Tech must choose choosing
customer in-store or drive thru.
Customer calling in refill left on
hold.
Out of stock not checked
Failure to properly prioritize
scripts.
Customer cannot verify
demographics.
Script misfiled in time slot.
Data Entry Production
Person at DE cannot read Group of scripts arrived
provider/tech handwriting. separately.
No standard for faxing providers. Failure to properly prioritize
label print.
Customer not notified of third Customer not notified for out of
party issues. stock.
Prescribed medication no longer
manufactured.
No clear protocol to resolve
third party problems.
 Quality Assurance Waiting bins Pickup

Prescription filled incorrectly. Completed order misfiled. Tech cannot find scripts.

Hard copy image not in Script groups not maintained. Teach cannot explain insurance
system/illegible. issue to customer.

Pharmacist bust at other stations, Green zones not cleaned regularly. No cash register at drive thru.
falls behind at QA.

Rude staff.

Pharmacist make no effort to help

resolve the problems.

Tech does not follow any process

to find script.

Long wait behind someone at drive

thru.
 Suggestions

At the drop off initial data entry, verification of customer

data and insurance check should be performed by the
tech.
Customer having multiple drop-off should be clubbed as a
group for the ease of pick up.
More tech should be available during peak time of the
day.
Out of stock should be informed at the drop-off.
Training should be provided to tech to handle customer
effectively.
Changes need to be made in IT system.
The IT system must increase the speed of initial data entry and verification of customer verification.
Evaluation of customer insurance status upfront to know if cash to be paid at pick up. This would
avoid any unknown surprise for customer.
System which could notify customer through message, call or email when their prescription ready for
pickup.
The new process should be evaluated in term of how it will benefit in eliminating customer issue.
Process should be implement in a store as pilot project to ensure the measure changes the efficiency
sought for.
The technology must be fully integrated into process in such a way that it does not allow for an
alternative system to be used.
The staff must be informed and trained on the new system.